Certified Quality Management Professional - CQMP

A well-designed quality management program is far more than call monitoring and agent scorecards. It streamlines operations by reducing escalations, transfers, errors, and email turnaround times-while increasing documentation rates, customer satisfaction, and Net Promoter Scores. Done right, quality management can even reduce the time callers spend in touch-tone menus or with front-end bots and AI agents.

Is your center's quality function delivering this level of impact? Is QA accountable for deep analysis, measurable continuous improvement, and a financial return on quality monitoring time? If not, it can be. And it should be.

In this hands-on boot camp, attendees will learn to lead a full-scale quality program, from strategic planning to managing daily execution. Topics include setting quality policy, identifying goals, conducting stakeholder analyses, drafting SOPs, and designing form components and scoring methodologies. On the operational side, attendees will learn how to design and use quality definitions documents, establish appeal processes, communicate QA findings to trainers, ensure consistent scoring across monitors, deliver skills coaching that works, and leverage a metric scorecard for the quality management function that ensures accountability and high performance.

Participants will work through all of these activities during the course, producing valuable new materials and advancing their own professional impact.

We'll explore the expectations of the most important stakeholder --the caller -- and examine what scientific research reveals about how quality is assessed in the caller's mind. Attendees will draft monitoring criteria in class to ensure agents meet or exceed those expectations.

The Certified Quality Management Professional (CQMP) certification boot camp is a strategic leadership course designed for quality managers, supervisors, executives, analysts, trainers, coaches, and others responsible for establishing continuous quality improvement within the contact center. Quality monitors whose primary function is to listen to and score calls should attend he Certified QA Monitor (CQAM) training course.

Because the Certified Quality Management Professional Boot Camp defines quality roles and responsibilities more broadly than many organizations currently do, cross-functional participation is recommended. When professionals from QA, training, operations, coaching, and analytics attend together, they build a shared understanding of terminology, methods, and expectations that strengthens collaboration and long-term results.

CQMP certification includes completion of a real-world performance improvement project, supported by an executive business case. Cross-functional alignment increases the likelihood that project proposals will be understood, endorsed, and successfully implemented.

On-site instructor-led delivery of the CQMP boot camp becomes more economical as the size of the group increases. If a number of professionals would benefit from attending the CQMP course, consider scheduling a private session at your location. More information on arranging on-site private training is provided below.

Attendees should possess a basic understanding of what a call center is, basic call center terminology, and fundamental call center quality monitoring concepts. Course materials are in English, and attendees must possess a high level of English fluency.

The Certified Quality Management Professional (CQMP) certification is officially recognized by the RCCSP Professional Education Alliance and its members. This is an internationally-recognized certification.

Class Attendance: Participants will complete a five-day instructor-led course, where they will participate in hands-on learning and group exercises under the observation of a Certified RCCSP instructor. Upon successful completion of the course, an online login and password will be sent by email with instructions for accessing the certification exam.

Certification Exam: After the course, participants will have four weeks in which to take the online certification exam. The certification exam is comprised of 75 questions and candidates are given 90 minutes to complete the exam. Candidates must achieve at least an 80% score in order to obtain certification.

Certification Project: To be completed within 6 months of completing the course.

Participants will be given a list of project topics and will submit their topic within two weeks of completing the certification exam.

Topics will include items covered in the certification class such as creating and implementing:

To increase the likelihood of every participant successfully completing the certification project, a certification project review team member will be available by phone and email to provide feedback during the work project portion of the process. The Certified Quality Management Professional CQMP certification will be awarded upon approval and acceptance of the candidate's business plan and documents evidencing project completion. Those certified will receive a custom-engraved crystalline CQMP award and use of the CQMP moniker.

RCCSP faculty instructors have executive management, call center management, and training delivery expertise. They are certified at the “Master Trainer” level for delivery of this course and will adapt the course delivery to meet the needs of participants' varying levels of experience and differing call center environments. RCCSP's faculty includes instructors experienced in non-profit and government contact center environments, in addition to large and small for-profit environments. Instructors are located throughout the USA.

The per student registration fee for this training and certification program is $4,995 and includes:

Class begins at 9:00 AM and ends at 5:00 PM each day. Morning coffee service begins at 8:30 AM. Business casual attire is appropriate. No jeans or sneakers please.

In-house, on-site training offers the added benefits of facilitated team interaction and a confidential environment where plans, processes, and policies can be openly discussed. For contact centers with a number of quality, coaching, and training development professionals, on-site training can maximize your training investment.

All-inclusive pricing for an on-site course delivered at your location is determined based on a "base fee" for up to four attendees, and a per person fee for each attendee thereafter.

Additional travel surcharges apply to travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the course delivery date.

The training site should provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:

Terms & Conditions

Seminar agenda and assigned instructors are subject to change.

Payment is due prior to the seminar.

Public seminar cancellation policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400. Or, you may transfer your registration to another date or member of your company at no additional charge. Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.

On-site training scheduling and cancellation policy. On-site training fees must be paid to reserve a training date. Additional travel surcharges will be charged for travel to training locations outside of the continental USA and for training courses scheduled within three weeks, or paid for within three weeks, of the on-site delivery date. Organizations may cancel up to 21 days in advance of the seminar delivery date for a full refund, less administrative fees of 25% of the base fee.

If for any reason you are unsatisfied with the training, please notify the instructor by the end of the first day. If you decide to cancel the remainder of the training program, the instructor will collect all training materials. Fees paid, less a prorata one-day on-site training base fee plus any travel surcharges, will be refunded.

Cancellation by provider. In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.

Seminar provider is not responsible for losses due to cancellation including losses and penalties on advanced or non-refundable airfares.

In all circumstances, seminar provider's liability shall be limited to fees received.

Certified Quality Management Professional Boot Camp 5-day instructor-led class, includes CQMP certification exam - $4,995 On-site delivery available		RCCSP Professional Education Alliance